For reviewing Reports, you can go to Analytics and select Chat Analytics.
Analyzing customer feedback
Create CSAT reports to gain a comprehensive understanding of customer satisfaction, agent performance, and areas for improvement.
Go to Analytics > Chat Analytics.
2. Choose the Customer Satisfaction report from the list of available reports.
3. Analyze the Report: Explore the detailed report to gain insights into:
- Overall customer satisfaction
- Agent-wise performance
- Specific feedback and ratings
- Trends over time
By analyzing CSAT ratings, you can gain valuable insights into your customers' experiences. This data can help you identify areas for improvement, recognize top performers, and ultimately enhance customer satisfaction.
Taking Action on Customer Feedback
- Address Negative Feedback: Reach out to customers who have left low ratings to understand their concerns and resolve their issues.
- Recognize Positive Feedback: Acknowledge and reward agents who consistently deliver exceptional service.
- Identify Training Needs: Use feedback to identify areas where agents may need additional training or support.
- Improve Processes: Analyze trends in customer feedback to identify potential process improvements.
Setting Performance Goals
- Establish Clear Targets: Set specific CSAT targets for your team, such as aiming for an average rating of 4 or higher.
- Recognize and Reward: Celebrate and reward agents who consistently exceed expectations and achieve high CSAT scores.
By effectively utilizing CSAT data, you can empower your team to provide exceptional customer support and drive business growth.